Workforce Planner

We are seeking a
**Workforce Planner (Customer Service & Support) **fo
**r **our client based in the beautiful Lugano area.

Full time job

**TASKS AND RESPONSIBILITIES**
- Analyze and develop weekly staffing scheduling to determine required staffing levels to ensure the organization’s ability to meet operational commitments
- Analyze staffing shrinkage patterns (vacation, sick, training, Marketing promotion etc.) to optimize staffing forecasts
- Maintains holiday patterns / plan forecasts to ensure effective coverage for holidays
- Performs other related duties as assigned
- Monitor service levels, occupancy, adherence. Identify trends and help managers to act quickly to keep quality levels high
- Create reports and dashboards on historical data and forecasting results from applicable systems
- Identify skills gaps
- Be the substitute for the floor manager - who must supervise the general operations of the Customer Service & Support Team in real time

**KNOWLEDGE AND SKILLS**
- Organized & Structured way of working
- Independent way of working
- Decision making / assertiveness
- Empathy
- Experience using software to build and maintain complex forecasting models
- Excellent organizational skills and attention to details
- Excellent time management skills with a proven ability to meet deadlines
- Strong analytical and reporting capabilities
- Ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
- Excellent problem-solving skills
- Strong analytical Skills
- Excellent Teamwork Skills
- Manage and plan prioritize the work of self and other
- Excellent verbal and written communication skills in Italian, german and english

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